Hong Kong Quality Assurance Agency

[MT56] ISO 10002:2018 Customer Satisfaction - Guidelines for Complaints Handling - Internal Auditor Training

Enquire Now

Course Information

  • 20 Dec 2021 (Mon) - 21 Dec 2021 (Tue) 9:00 AM - 5:30 PM
Registration period
6 Dec 2021 (Mon) - 19 Dec 2021 (Sun)
HKD 3,300
Course Level
Study Mode
2 Day(s)
19/F K Wah Centre 191 Java Road North Point Hong Kong

Course Overview

Who should attend
Personnel handling complaints in companies, call centres, government agencies and industry associations
Course objectives
·      To appreciate the importance of internal audit in a quality management system
·      To plan and implement effective internal audits against ISO 10002:2018
·        To provide value-added auditing
Delegates must have good understanding of ISO 10002 standard before attending this auditing course
Delivery Method
Presentation, workshop, discussion & exercise
Certificate of attendance
Certificate of Attendance will be issued to participants who have attended more than 90% of the enrolled course hours

What You’ll Learn

Course contents
·        What is an Audit?
Ø Audit objectives
Ø Managing an audit
·      Planning an Audit
Ø Identify audit objective
Ø Extent of an audit
Ø Principles of audit
Ø Auditor competence
·      Implementing an Audit
Ø Audit activities
Ø Preparing for audit
。Defining process map
。Determining audit trail
。Scheduling an audit
。Preparing audit checklist
Ø Conducting an audit
。Opening meeting
。Conducting an audit
Ø Reporting audit result
。Presenting audit findings
。Preparing audit report
。Closing meeting
Ø Follow-up after audit
·        Checking and Improving Audit Process
Ø Monitor and measuring an audit
Ø Improving the audit process


Start FollowingSee all

We use cookies to enhance your experience on our website. Please read and confirm your agreement to our Privacy Policy and Terms and Conditions before continue to browse our website.

Read and Agreed